Hollywood Medical Practice strives to provide an efficient, effective and patient friendly service. If you feel that the Practice has failed to achieve such a service then we will endeavour to address any concerns, complaints or suggestions that you may have.
Please take the time to read the following information which we hope will assist you in resolving any issues that affect the care/service we provide.
Introduction
The Local Authority, Social Services and National Health Service Complaints (England) Regulations 2009 oblige NHS organisations to have arrangements in place to deal with complaints. The Health Act 2009 places a duty on NHS Organisations (including contractors) to ‘have regard to the NHS Constitution’.
The NHS Constitution sets out the following rights for patients:
- To have the right to complain about NHS services dealt with efficiently and to have it properly investigated
- To have the right to know the outcome of any investigation of a complaint
- To have the right to take the complaint to the Independent Health Service Ombudsman if not satisfied with the way the complaint has been handled by the NHS organisation
There are two stages of complaints handling
- Local resolution at Practice or NHS England/ICB level
- Referral to the Ombudsman
Patients wishing to complain may do so orally, in writing or electronically to either the Practice c/of
Mrs Melanie Potter
Practice Manager
Hollywood Medical Practice
Beaudesert Road
Hollywood, Birmingham B47 5DP
By email: [email protected]
Or the ICB as Commissioner
The Complaints Team
NHS Herefordshire and Worcestershire CCG
The Coach House
John Comyn Drive
Perdiswell
Worcester WR3 7NS
By email: [email protected]
By telephone: 0330 0534356
Complaints can be made within 12 months of an incident occurring or you becoming aware of the problem. The time limit can sometimes be extended (so long as it’s still possible to investigate the complaint). An extension might be possible, for instance in situations where it would have been difficult for you to complain earlier, for example, if grieving or undergoing trauma.
Oral complaints that are satisfactorily resolved no later than the next working day are not subject to the regulations.
Complaints can be made by patients or anyone affected by the actions, omissions or decisions of the Practice, whether on their own behalf or by a representative. In the case of a representative, the Practice must be satisfied that he/she is acting in the best interests of the persons on whose behalf the complaint is being raised. If the Practice decides that is not the case, the complainant will be notified in writing and an explanation given.
Complainants can complain directly to the ICB or NHS England rather than to the Practice. The ICB or NHS England is obligated to notify the Practice.
Procedure
- Patients are encouraged to give feedback to the practice.
- Where a complaint is made orally, the complaint shall be recorded and a copy of the written record given to the complainant.
- The complaint shall be acknowledged within 3 working days of receipt and may be made orally or in writing.
- When acknowledging the complaint, we will offer to discuss the complaint, with the complainant, at a time to suit them. We will advise the manner in which the complaint will be investigated and the likely timescale for this investigation and when the complainant is likely to receive a response.
- If the complainant does not accept the offer of a discussion then we will determine the response time and notify the complaint in writing.
- The investigation of the complaint will be made in the most appropriate manner and shall be conducted efficiently, at all times, keeping the patient up to date with progress. As soon as possible after completion of the investigation, the complainant will be sent a written response.
- The response will include an explanation of how the complaint has been considered, conclusions reached and how they may affect the complainant. It will confirm any actions that need to be taken as a consequence of the complaint. If local resolution cannot be reached then the complainant will have the right to take the complaint to the Health Service Ombudsman.
The Health Service Ombudsman
The Ombudsman is completely independent of the NHS and Government. The Ombudsman can be contacted at Millbank Tower, Millbank, London SW1P 4QP, Tel: 0345 015 4033 or by emailing [email protected] or by accessing www.ombudsman.org.uk.
We hope that the above information was useful, if you require any further information or advice regarding our complaint handling procedure or have any concerns or suggestions regarding the services we provide, then please ask for the Practice Manager at Reception. The Practice welcomes comments and suggestions on how to improve the way in which we work and we will try and resolve any issues that arise to hopefully prevent the need to complain.